Reservations, Guest Care & Scheduling Agent (Reservationist)

Job Description

JOB DETAILS

REQUIREMENTS

• Communication skills including professional phone handling
• Computer skills (phone and messaging, reservation system, task management system, MS Office and other miscellaneous)
• Resourcefulness, leveraging home descriptions, home guidebooks, fellow team members and online resources to determine answers to new/unknown questions
• Detail oriented, gathering detailed information on things like maintenance reports, entering with specificity in our task management system
• Relieving guest dissatisfaction when applicable, displaying empathy, and where prompt fix is not possible offering alternatives and/or adjustment in accordance with company policy
• Park City knowledge (eg neighborhoods, activities, restaurants)
• Knowledge of our homes (tours & training to be provided)
• Team understanding (varied skill sets, schedules etc)

RESPONSIBILITIES

• Reservation handling — matching guest preferences with our homes, providing quotes, describing the homes, locations and amenities with positivity, giving the guest a sense of urgency, confirming bookings, reservation adjustments, changes and cancellations.
• Guest communications — addressing inquiries from both incoming and in house guests
• Remote concierge, helping guests secure bookings when desired (FYI – limited, while many of our guests are interested in recommendations, the vast majority choose to book themselves)
• Dispatching — entering both guest services and maintenance needs within our task management system
• General coordination (eg internal team, vendors, properties)

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